Please note:

• Diversity, Equity, and Inclusion at adidas means championing individual uniqueness and cultivating a culture of belonging in which everyone can create at their best.  We embrace diverse backgrounds, experiences, and perspectives and seek to create a workforce that reflects our consumers and communities.
• adidas offers robust and progressive medical, including HSA (Health Savings Account) with employer funding or FSA (Flexible Spending Account) options, dental, vision, prescription drug coverage, adoption, with surrogate and fertility support, short and long-term disability, and basic life and AD&D insurance, which can be supplemented with employee-paid coverage. Employees are able to enroll in adidas’ 401k plan and Stock Purchase Plan with employer match. Full-time employees are eligible for education assistance and generous Leave policies including 12 weeks of paid parental leave.
• Employees are eligible to earn an annual bonus based on both company and personal performance. Employees accrue prorated flexible time off in the amount .4388 hours per day that increases with years of service,  eleven paid holidays throughout the calendar year and Service Time Off during milestone years.
• The anticipated low and high end of the base pay range for this position is $27-$30/hour. Actual salary will be based on various factors, such as a candidate’s experience, qualifications, skills and competencies, and proficiency for the role.
• We officially returned to office in a hybrid work environment, working 3 days in office and 2 days remote.  The working location of this position is Carlsbad, CA.
• Though our teammates hail from all corners of the world, our working language is English.

PURPOSE

The Strategic Account Representative will work with the Sales Manager to help co-manage the strategic business from a customer service perspective. The Strategic Account Representative will also be responsible for all order management needs (current and future), act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Strategic Account Representative needs to be a keen problem solver and is relentless in the pursuit of delivering world-class customer satisfaction. 

KEY RESPONSIBILITIES

• Focus on goal of delivering every order to customer specification.
• Ensure 100% on time and in full delivery of all time sensitive orders.
• Accurate and timely processing of EDI Order Transactions in Speedi and SAP.
• High level of cross departmental communications with the Operations and Distribution Center teams.
• Review allocation concerns with the sales and operational teams.
• Monitor all orders to ensure timely outbound shipments.
• Give priorities to warehouse when needed.
• Assisting internal users with requests for order revisions as well as, EDI related questions & resolving EDI errors.
• Resolving all order-related discrepancies and assisting in vendor chargeback research.
• Daily review of reports which detail order issues with the sales team including the analysis of aged orders.
• Assist various accounts via email and phone regarding the order status, cancellation request and/or revisions
• Maintain Cross Reference databases.
• Run Critical Item Reports to review potential backorders
• Maintain consistent contact with sales team regarding discrepancies, missing or incorrect order information, shortages, back in stock dates, etc.
• Monitor and update all customer profiles including addresses, shipping terms, and special instructions.
• Take an active role in assisting sales manager in pre-lines, trade shows and helping to present our product lines to customers.
• Process a variety of requests, identify service and sales challenges, and initiate appropriate action to resolve issues.
• Regular communications with all internal customers including but not exclusive to other members of customer service, sales, operations, and marketing.
• Utilize effective oral and written communication skills to identify problems and achieve the best solution with all customers, both external and internal.
• Review non-EDI customer orders and manually enter or import orders into SAP.
• Contribute to team and company success through regular, ongoing training programs as administered by supervisors, trainers, and Human Resources.
• Performs other related duties and assignments as required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Experience in working with SAP a plus.
• Strong customer service skills
• Individuals must be able to work individually as well as working cooperatively with in the Strategic Customer Service Group and establish positive cross-functional relationships within the organization.
• Must be a self-starter and willing to find solutions for any issue that might present itself.
• Knowledge of Microsoft Office Products and Excel is essential.
• Excellent communication, interpersonal and influencing skills are paramount.
• Detailed oriented
• Understanding of EDI and related systems a plus.

REQUISITE EDUCATION AND EXPERIENCE / MINIMUM QUALIFICATIONS

• Bachelor’s in a business related field or equivalent experience OR minimum of 2 years Customer Service or Sales-related work experience required
• Strong written and verbal communication, interpersonal and persuasion skills.